The Advanced Medical Support Assistant position (MSA) serves above the full performance level as a Mental Health (MSA) and is a foundational role within the VHA Behavioral Health Interdisciplinary Program Team-Based Care (BHIP) initiative. Patient care is delivered in a team-based model known as the BHIP.

Duties

The Advanced Medical Support Assistant performs a full range of duties and is responsible for day-to-day operation of telehealth services at the assigned location and between the assigned location and remote sites of care. Receives guidance from more experienced staff members and may provide guidance to less experienced staff members but requires minimal direct supervision. Duties associated with this position include: Work collaboratively in an interdisciplinary coordinated care delivery model (i.e., BHIP) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Support patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. Validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Explain the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Collects, scan, and update health insurance information. Contribute to the revenue collection process by identifying patients with third party insurance. Promote veteran registration for and utilization of My HealtheVet (MHV). As front line contact for patients and staff, sets the tone for perception concerning quality of healthcare services at the VA. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning. Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: Schedule appointments and in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, Mental Health Databases and MHTC assignments. The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Prepare the clinical environment, which may include preparing medical and telecommunications equipment to be used for clinical examination and treatment; Complete standardized clinical questionnaires and templates within scope of training and applicable guidelines. Receive and schedule requests for simple and complex intra-facility, and inter-facility telehealth appointments using an electronic resource-based scheduling system Screen patients for Telehealth modality and referring patients that do not meet established criteria to appropriate care Monitor and maintain schedules of rooms, patients, technologies, clinical providers and presenters as needed to ensure efficient telehealth operations Provide patient education via approved materials Communicate effectively with clinical and administrative staff at the assigned local site and those located at remote sites of care Configure, install, troubleshoot, clean, and perform minor routine maintenance of assigned telehealth technology Provide established education and training to Veterans, staff and providers on the use of telehealth technologies and serving as the point of contact to answer questions and address concerns related to these technologies Arrange and complete test video calls with Veterans to prepare the Veterans for clinical encounters using telehealth technologies Ensure information and resources are maintained for local and remote telehealth providers so they can effectively execute contingency and emergency plans Other duties as assigned Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Ad-Hoc Virtual: This is not a virtual position. Functional Statement #: Advanced Medical Support Assistant Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience: Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, Education: One year above high school; OR, Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Preferred Experience: 1 year experience working in a clinical environment coordinating clinic schedules for providers (e.g. medical doctors, nurse practitioners, physician assistants, psychologists/psychiatrists). 1 year experience scheduling patients in a medical appointment software in an interdisciplinary coordinated care delivery model. 1 year experience with medical terminology in a interdisciplinary coordinated care delivery model. 1 year experience managing patient communications in an interdisciplinary coordinated care delivery model (e.g. telephone and/or e-mail). 1 year experience with documenting appropriate information into an electronic medical record. Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting]. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Medical Support Assistant (Advanced) GS-06 Experience: One year of experience equivalent to the GS-5 grade level. Note for reference: GS-5 Assignment: At this level, the MSA independently performs a full range of duties [related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes.] The MSA is responsible for [answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit], scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling [patient] appointments and/or consults; entering no-show information; monitoring [appointment requests from multiple] electronic [sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic], monitoring both inpatient and outpatient appointments [in] areas of responsibility; [ ] verifying and updating demographics and insurance information when [patients check-in for appointments. Coordinates administrative functions relating to] emergency and non-emergency transfers to other VA facilities or private hospitals [and determines appointment type based on the patient's] eligibility [status] (i.e., TRIWEST, sharing agreements, [collaterals, research patient, VA employee], etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: a. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff to accomplish team goal setting to ensure medical care to patients is met. b. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. c. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. d. Advanced knowledge of the technical health care process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals as it relates to access to care. e. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. f. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant dated August 1, 2019This announcement is being advertised above the full performance level. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Education

There is no education substitution at this grade level. Education may still be used to meet the basic requirements for this position.

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VA TX Valley Coastal Bend HCS 2601 Veterans Drive Harlingen, TX 78550 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]